[IC manager dashboard] Am I missing something?

[Former Member]

Hello,

we have successfully set-up a CRM/BCM scenario with the integration of the telephone channel.

Now, we should set-up the manager dashboard and here.... we stopped!

In fact I followed all the steps required listed in the sap library:

- http://goo.gl/mQ7fm

I also saw this post on sdn:

http://scn.sap.com/thread/1215097

However I'm not able to customize a proper dashboard profile. At the moment of channel and/or queue selection are is blank.

Am I missing something?

Thank you in advance for you invaluable support

regards

damiano

[Former Member]

Hello Damiano,

have you solved the issue? I have the same problem.

BR,

Anton.

[VishnAndr]

Hello Anton.

I can guess the answer will be 'No'. I'm currently fighting with SAP Support to make them fix the issue there. The issue is about the length of the field for IDs. Shortly, in SAP CRM it has only 12 characters for IDs, and BCM sends, for example, "ChannelTelephony" as ID and XSLT transformation fails making whole IC Manager Dashboard useless in case of CRM-BCM scenario.

I already went forward and modified data element to get it longer. Guess what? There is another bug during IC Manager Dashboard connection in JS code of the page. Already reported it in the same incident. But finally... It seems that BCM side doesn't provide much information or provides it in strange way for this tool. SAP Support from the very beginning suggested me to use Online Monitoring tool instead. And it seems they had a background for this suggestion.

[Former Member]

Hello Andrei,

thank you for your reply.

I'll will open oss and ask our customers to do the same, hope it will help to force sap to release a note to this issue.

It's awful, that standard functionality does not work with "native" CMS system.

BR,

Anton.

[VishnAndr]

Agree. Just FYI, according to my knowledge SAP Support is in preparation of an appropriate OSS note.

[Former Member]

Hello guys,

I have opened an OSS and get the answer:

Dear Anton,

would you please to kind to apply a small change to the structure:

CRMT_IC_MDB_PERS_LIST? This structure is used for transforming the

results to the get_instances method called in BCM. So, because BCM

sends by default instance IDs longer than 12 characters the XML

transformation fails and the data listed in queues and channels are

left empty.

The change to the structure should be done as follows:

Replace component type for ID by CRMT_IC_MDB_CHAR32. Currently it is

set to CRMT_IC_MDB_CHAR12.

We are currently preparing a note for that. But unfortunately, the

correction has to be applied anyway manually, becaus it is in fact a

strucutre change which cannot be delivered by SNOTE change.

Would you please let me know, whether it is working ?

And as a result the entries appear in IC manager dashboard:

BR,

Anton.

Message was edited by: Joaquin Fornas

[VishnAndr]

The answer you've got is the result of 2 (two) months fighting with SAP Support in my incident.

[Sigrid]

Hello,

See SAP note 2070896. It contains the corrections for the Manager Dashboard and also changes the domain of data element CRMT_IC_MDB_CHAR12.

Best Regards,

Sigrid